Elements and Performance Criteria
- Deal with customer inquiries
- Customer inquiries are dealt with courteously and efficiently both by phone and face to face
- Questions are used to clarify the customer's needs or concerns
- Assistance from other staff is sought when a customer' s inquiry cannot be fully answered
- Knowledge of products, services and/or operations is used to answer customer queries or to respond to customers' needs
- Customer inquiries and associated action are recorded and reported in accordance with workplace procedures
- Monitor customer satisfaction